Service does not begin when something fails A limited view of Customer Service places it at the end of the customer relationship. First the company designs, communicates, sells and delivers;... read more →
The visible mistake is almost never the whole story When a service experience fails, the fastest reaction is often to look at the last touchpoint. The agent responded poorly, the... read more →
AI is not only an efficiency tool Artificial intelligence is transforming Customer Service because it makes it possible to respond faster, handle more volume, offer continuous availability, analyze large amounts... read more →
Service cannot compensate for everything the organization designs poorly In many companies, Customer Service becomes the place where the internal contradictions of the organization finally appear. The customer contacts the... read more →
Trust is not declared;... read more →
Service does not begin... read more →